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Golden State Water Company · 3 months ago

Customer Service Business Support Analyst

San Dimas, CA

Full-time

Onsite

Entry, Mid Level

$32/hr - $54/hr

2+ years exp

Golden State Water Company is one of the largest investor-owned water utilities in the United States, delivering quality water to over 1 million people. The Customer Service Business Support Analyst will provide functional and user support for various customer service systems, ensuring user requirements are met and systems are maintained effectively.

DeliveryInfrastructureQuality AssuranceTransportationWater

Responsibilities

Administers all customer service business systems user accounts and serves as the primary contact for end-user support

Facilitates discussions between end-users, vendors, and the technical support resource(s)

Gathers functional business requirements by interviewing and collaborating with end-users and other stakeholders; translates requirements into functional/technical specifications and process flow diagrams

Performs user acceptance tests, identifies bugs, and tracks issues and solutions

Coordinates integration tests between users and vendors of systems that integrate with the billing system

Provides data for reporting, configures system and develops reports to meet specified business requirements

Facilitates user group meetings, feedback sessions, software demonstrations, and training

Manages multiple tasks with competing deadlines to ensure minimal impact to functional users

Coordinates upgrades, enhancements, or fixes to existing or new systems as requested

Complies with Sarbanes-Oxley (SOX) controls and requirements

Participates in and supports the customer service initiatives and projects

Performs other similar duties as assigned

Qualification

Business analysisSoftware supportTroubleshooting skillsProcess flow diagramsUser acceptance testingProject managementMicrosoft OfficeCommunication skillsOrganizational skillsTime management

Required

High School Diploma or equivalent

Two (2) or more years of business analysis or related experience required

Two (2) or more years of experience working with software required

Proficient in troubleshooting business application issues

Experience in business process reviews, development, specifications, and testing of customer service business applications on multiple platforms

Demonstrated project management skills

Strong problem-solving and troubleshooting skills

Experience creating process flow diagrams

Experience writing user acceptance tests

Ability to work effectively with all levels of employees and management

Ability to communicate effectively; both verbally and in writing, with agencies, contractors, consultants, customers, employees, and vendors

Flexible and able to prioritize work

Knowledge and ability to use Microsoft Office applications to create presentations, spreadsheets, and Word documents

Ability to prepare reports and provide progress updates as needed

Demonstrated commitment to providing outstanding end-user service

Demonstrated organizational and time management skills

Preferred

BS in Computer Science (or related discipline) is desired

Background in software support with direct end-user contact

Benefits

Medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents

Paid vacation and sick time

Twelve Company paid holidays per year

401(k) retirement plan

Defined Contribution Profit Sharing retirement plan

Life, AD&D, and LTD insurance

Health savings account

Flexible spending plans

Company

Golden State Water Company

Founded in 1929, Golden State Water Company (Golden State Water) is an investor-owned public utility that provides water service to more than 1 million customers in over 80 communities in Northern, Coastal and Southern California.

Founded in 1929

San Dimas, California, USA

501-1000 employees